L'Auberge Casino Resort in Lake Charles, Louisiana, aims to deliver a premier casino and resort experience. While it garners praise for certain aspects, guests frequently encounter significant operational shortcomings that detract from an otherwise potentially luxurious stay. This review synthesizes recent visitor experiences, highlighting both the resort's strengths and its glaring weaknesses.
Many guests commend the resort's staff, noting them as generally helpful and friendly. One recurring visitor even describes staff as welcoming them "with open hearts and arms." This positive human element often stands out in contrast to other issues.
L'Auberge truly shines in its culinary offerings. Reviews frequently praise the on-site restaurants:
Even a guest who had a less than ideal room experience found the food to be "ok," suggesting a generally positive perception of the resort's dining options.
The primary draw, the casino, generally provides an enjoyable experience for visitors. Guests appreciate the variety of options available on the casino floor. However, it's worth noting a perceived shift in betting patterns, with some guests observing that "the days of 30/40 on 1 cent plays are fast disappearing," replaced by higher minimums of "60/75/88 and upward." Despite this, many still report having "fun" and achieving their goal of entertainment.
The rooms themselves are often described as nice, with very comfy beds, contributing to a comfortable stay when other factors align.
Despite the positives, several recurring issues significantly impact guest satisfaction, often leading to low ratings and intentions not to return.
One of the most critical complaints revolves around guest services and billing. A particularly frustrating experience details a guest being double-charged for resort fees – once through booking.com and again upon checkout. Attempts to resolve this issue through phone calls were met with unknowledgeable staff and a complete lack of follow-up from supervisors, even after multiple promises. This suggests a systemic problem with staff training and management accountability regarding guest complaints, leading to a profound sense of frustration and distrust.
A consistent grievance across multiple reviews is the lack of room cleaning or fresh towels during stays. Guests report having to proactively call for basic amenities, indicating a significant lapse in standard hotel services. This operational oversight can severely diminish the guest experience, even for those paying "top dollar."
For some, the resort's entertainment choices severely impacted their stay. One guest reported a DJ at the pool blasting loud music until 2 AM, with bass rattling their windows. This disregard for guest comfort and rest points to a fundamental misunderstanding of an "optimal guest experience" by the resort's leadership, especially for those paying a premium for their accommodations.
Another concerning issue is the discrepancy between booked room types and the actual accommodations provided. A guest who booked a suite with a desired bathtub for health reasons was given an "extra large room" without one. The front desk's explanation that the tub had been "removed" was contradicted by the tiny size of the bathroom, leaving the guest feeling "lied too." Furthermore, no offer was made to move them to a suitable room, highlighting a lack of proactivity in resolving guest issues.
Minor annoyances include lukewarm bath/shower water and the fact that eateries are open on certain days, which can be inconvenient for guests planning their dining.
L'Auberge Casino Resort Lake Charles presents a conundrum: it boasts genuinely friendly staff and excellent dining options, suggesting a strong foundation for a premium experience. However, these positives are frequently overshadowed by critical operational failures, including egregious billing errors, negligent housekeeping, disruptive noise management, and inconsistent room fulfillment. These issues are often exacerbated by unresponsive or uninformed guest services, leading to immense guest dissatisfaction and a feeling that "leadership has no clue on creating an optimal guest experience."
While the casino itself offers entertainment, the overall impression for many is one of disappointment, prompting them to seek alternative accommodations for future visits. For L'Auberge to truly live up to its potential, it must address these fundamental service and management deficiencies to ensure that its luxury aspirations are matched by its guest experience.
I called Guest Services like I was asked to do. Only to be told “I don’t know how resort fees are charged”. After several times of asking to speak with someone that could help me, I was told a supervisor would call me back. 7 days later and of course no call, so I called back and explained my issue again, only to be told a supervisor will call me back later that same day. 3 days later and no call, SURPRISING😁.Appears that there is a misunderstanding, the fact that the Management Team believes Guest Services knows about the resort fees and that they help guests. I guess the resort needs to charge resort fees twice to pay their well trained and qualified Guest Services Team.Next time, going to a casino that helps out their guests! Obviously, this place does not!I booked my reservation through booking.com and included in the price of the room was a resort fee. I was billed on May 9th for this, when we checked out I had to pay another resort fee, for the exact amount I did when I made the reservation.I tried to get someone to explain to me why I had to pay the same fee twice, but could not get anyone knowledgeable enough to explain it to me.Even tried calling when I got home, but that was a worse experience than at the resort.I guess by being charged twice, both booking.com and the resort makes more profit.That is one way to do business!
All staff we encountered were very helpful and friendly. Our meal at Ember was excellent.It is obvious that leadership has no clue on creating an optimal guest experience at the property. We stayed 2 nights and were planning on extending. Leadership however thought a DJ at the pool blasting loud music with the bass rattling our windows until 2am was an ideal experience for guests paying top dollar to stay! Housekeeping never cleaned our room or give us fresh towels . This was our first and last visit to your property, what a disappointment. I suspect this could be fixed by bringing in a new leadership team that can change the future guest experience.
We booked a suite. when we got there, it was just an extra large room. We wanted the bath because I have RA and wanted to sit in a tub after walking around all day. When we ask the front desk they told us they removed the tub from our room. Our bathroom was so tiny, there was no way there was ever a tub. The place was nice other than that, and the food was ok. I just didn't like being lied too by the front desk about our room. They also never cleaned our room, we had to call and ask for clean towels etc. They didn't offer to move us. We will try a different place next time.
Bath/shower water was lukewarm. Eateries open on certain days. Room was nice and beds very comfy. Asia restaurant was reasonably priced and food was delicious. The Asian pear margarita had a lovely aroma of pear and tasted wonderful. Our server, Tina, took excellent care of us. Enjoyed the Casino play, but the days of 30/ 40 on 1 cent plays are fast disappearing. Now 60/75/88 and upward bets are the thing. Still had fun and that's what we came for
My friend and I go here at least once a month. We've made some great friends here who welcome us with open hearts and arms. The food at Embers is great as well as the sports bar. You definitely get your monies worth. The casino has a lot of different options to choose from. I recommend this place. One thing, could you add a Starbucks, please?😉😄